Enovis

Job Description:

We are seeking a highly motivated Regional Service Support Manager to support the Southeast Region. Ideal candidates will be located in Florida, Alabama, or Georgia, but candidates in Tennessee, North Carolina or South Carolina may also be considered.

This position will be responsible for supporting the efforts of field management and service personnel (both direct and indirect), and compliance with applicable policies, laws, regulations, and rules, as well as profitability of the DJO Field Services portfolio in his/her assigned geography.

This position is measured by by incremental profitability, operational metrics (e.g., inventory overstock returns, product mix, ASP, upfront cash collections, etc.), and ensuring compliance with applicable policies, laws, regulations, and rules by all field management and service personnel assigned to or for accounts in the assigned region.

JOB RESPONSIBILITIES

Field Service Representative Training

• Demonstrates specialized product knowledge in the training of new Field Service Representatives (FSRs).
• Provides training to new FSRs on DJO policies, processes, and procedures, as well as product and business channels.
• Trains FSRs to facilitate the process for required documentation between Sales Representatives and the internal billing team following all necessary compliance and regulatory processes, including chart notes, Certificate of Medical Necessity (CMN) forms, and other required forms and/or documents.
• Instructs FSRs on proper functional brace measuring and fitting as prescribed by the healthcare practitioners (e.g., physicians) of the clinic and appropriate coordination of patients for follow-up fitting appointments.
• Trains and coordinates required audits of inventory as set forth by management.
• Follows a standardized order entry process to ensure 100% accuracy for all orders (as defined by the Company) that are submitted via electronic tools and/or DJO applications, and trains FSRs to this process. 
• Works with DJO’s Distribution Partners (DPs) to ensure DJO compliance standards, policies, and procedures are promoted and adopted by FSRs employed or contracted by the Distributor Partner.

Regional Service Manager Support

• Provides support to the Regional Service Manager (RSM) on key initiatives. 
• Assists the RSM in driving business goals and compliance with applicable policies, procedures, laws, and regulations, and may be involved in distributing Key Performance Indicators (KPIs), leading and facilitating meetings and team calls, and providing general support in driving the business and other (e.g., compliance) goals within the territory.
• Assists the RSM in ensuring compliance with DJO policies and procedures, as well as with applicable laws and regulations, within the Field Service team, including strict adherence to HIPAA regulations. 
• Assists in vacation and time-off scheduling for FSRs and helps coordinate coverage detail for clinics and territories.
• Plays a key role in the interview and selection process for new FSRs.
• Provides assistance with MotionMD launches and serves as an additional point of contact for MotionMD related questions.
• Plays an integral role in creating project plans and managing account launches varying in size.
• Involved in significant logistics projects including those related to new account setup, closing accounts, inventory reductions, and held billing.

Additional Support

• Provides training, education, and troubleshooting with respect to the day-to-day operations of the Field Service Team. 
• Educates clinics and office staff on the operation of DJO programs, products, and services, and provides information, when appropriate, on third-party payor coverage rules.
• Supports the development and deployment of field technology software for DJO programs.
• Supports, manages, and improves profitability of existing accounts, and works in collaboration with FSRs and local product Sales Representatives to identify opportunities to introduce new profitable DJO products to account(s) in a compliant/legal manner. 
• When relevant, works closely with Sales Team to support new account development to ensure acceptable utilization and profitability, and creates executable action plans for implementation or “go-live” of programs at customer sites in a compliant/legal manner.
• Acts as liaison between DJO Headquarters, Revenue Cycle Management (RCM), DJO Healthcare Solutions (DJOHS), Field Sales, and Service Teams to help distribute and manage clinical and operational reporting. 
• Serves as the primary source of account coverage for qualifying absences, leaves and vacations under the Field Services FSR Coverage Policy.

Leadership

• Provides ongoing guidance and mentorship to Field Services Representatives.
• Provides superior leadership and maintains consistent high performance and exemplary teamwork skills through positive peer influence and collaboration with the internal organization.
• Shares successes, failures, and best practices with all of Field Sales and Field Service to improve the overall competency of the organization.
• Acts in a professional and ethical manner and services as a compliance leader to Field Service Representatives, Sales Team members and others. 

Compliance

• Maintains professional and technical knowledge by staying up to date on current trends and changes in the marketplace, seeking on-the-job training, and participating in development of training related to reimbursement trends, payor expectations, and compliance with applicable rules, policies, and guidance.
• Maintains professional and technical knowledge by staying current on relevant DJO products, corresponding documentation (e.g., IDUs, Product Inserts, Manuals, and Promotional Materials).
• Maintains knowledge of third-party payor regulations including Medicare, Medicare Advantage, Medicaid, Workers Compensation, and non-governmental payers to ensure the Field Service Team conducts billing activities in compliance with applicable rules, policies, and guidance.
• Adheres to all internal Office of Global Corporate Compliance policies, procedures, and guidelines, OIG, and government program (e.g., Medicare) regulations, regulatory policies and procedures, and Privacy and Security standards (i.e., HIPAA) in accordance with government agency requirements.
• Treats Protected Health Information (PHI) with the strictest confidentiality in accordance with HIPAA standards.

Other

• Prioritizes and identifies activities and tasks, adjusting priorities when appropriate.
• Builds relationships and fosters teamwork with fellow team members, leadership, and individuals within other departments.
• Effectively communicates with Sales Representatives, Sales Managers, and other teams/departments.
• Other duties as assigned.

QUALIFICATIONS

Experience

• Minimum of 4 years of operational experience in orthopedic industry required.
• Experience effectively leading remote teams and/or teams spanning multiple locations strongly preferred.
• Understanding of field service roles and processes, especially as it relates to physician practices and hospitals.
• Strong customer relations skills with an understanding of workflow in physician and acute care clinic settings strongly preferred.
• Previous experience with inventory management programs and/or Electronic Medical Record (EMR) systems strongly preferred.
• Experience and knowledge of insurance reimbursement/DMEPOS billing requirements strongly preferred.
• Knowledge of healthcare industry, payor relations, and applicable compliance regulations and standards required.
• Experience working with Clinic Administrators required.
• Knowledge of medical terminology required.
• Experience responding to patient and insurance inquiries strongly preferred.
• Experience working and communicating with a commercial sales team preferred.
• Demonstrated ability to meet deadlines and maintain heavy workload in fast paced environment

Education

• Bachelor’s Degree required.
• Holds and maintains an active Board of Certification (BOC) in Athletic Training required.
• Holds and maintains active license with the Michigan Department of Licensing and Regulatory Affairs (LARA). American Board for Certification (ABC) Certified Fitter-orthotics (CFo), Orthotic Fitter, Physical Therapy Certification, Orthopedic Technology Certification, BOC Physical Therapy Certification, or Orthopedic Technology Certification may also be considered.

Other

• Must possess a valid Driver’s License and current automobile insurance.
• Must satisfy third-party credentialing/screening requirements to gain access to hospital accounts.
• May be required to fit patients in-home, and therefore candidates should be aware of as well as comfortable with this requirement

TRAVEL

• Must be able to travel up to 85% of the time.
• May include considerable time spent traveling in car to customer accounts as dictated by territory.
• Must be willing to travel to various locations upon request, using own transportation. Travel may be a routine or scheduled or may change from day to day. 
• Typical work-related travel assignments range 1-5 days, and as such overnight, out-of-town stays are required.
• May require occasional air travel.

WORK ENVIRONMENT & PHYSICAL DEMANDS

• Field based (i.e., home office, physician’s offices, hospitals, clinics, etc.).
• The noise level in the work environment is usually moderate.
• This job involves potential exposure to airborne and bloodborne pathogens.
• Physical Demands: Must frequently lift and/or move up to 20 pounds. Regularly required to stand; walk and talk or hear. Frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl. Office deskwork requiring sitting, walking, using phone and computer.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ABOUT DJO GLOBAL

DJO Global is a leading global developer, manufacturer and distributor of high-quality medical devices that provide solutions for musculoskeletal health, vascular health and pain management. Our products address the continuum of patient care from injury prevention to rehabilitation after surgery, injury or from degenerative disease, enabling people to regain or maintain their natural motion. Our products are used by orthopedic specialists, spine surgeons, primary care physicians, pain management specialists, physical therapists, podiatrists, chiropractors, athletic trainers and other healthcare professionals. In addition, many of our medical devices and related accessories are used by athletes and patients for injury prevention and at-home physical therapy treatment. Product lines include rigid and soft orthopedic bracing, hot and cold therapy, bone growth stimulators, vascular therapy systems and compression garments, therapeutic shoes and inserts, electrical stimulators used for pain management and physical therapy products. Our surgical division offers a comprehensive suite of reconstructive joint products for the hip, knee and shoulder. Our products are marketed under a portfolio of brands including Aircast®, Chattanooga, CMF™, Compex®, DonJoy®, ProCare®, Exos™, Dr. Comfort®, DonJoy Performance® and DJO® Surgical.

For additional information on the Company, please visit www.DJOglobal.com.

DJO is a growing subsidiary of diversified technology leader Colfax Corporation

EOE AA M/F/VET/Disability

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, religion, color, national origin, sex, protected veteran status, disability, or any other basis protected by federal, state or local laws.